Customer Resolution Advisor - Queenstown

PowerNet; Queenstown; On-site; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive remuneration

5 weeks annual leave

Health insurance (Southern Cross)

Death & Disability Insurance

Wellbeing programme

Professional development opportunities

Relocation benefits

Job summary

PowerNet is seeking a Customer Resolution Advisor to work with customers, investigate concerns, and provide fair, timely solutions. You’ll drive continuous improvement through analysis of feedback and trends while building trust across the organisation.

Based in Invercargill, Queenstown, or Balclutha, the role emphasises empathy, resilience, and exceptional service delivery in a dynamic utility environment.

Qualifications

• Two years’ experience in a customer-facing role with a focus on positive outcomes.
• Diploma in Customer Service, Business Management, Communications or equivalent.
• Adaptable, resilient, and professional in changing environments.

Responsibilities

• Manage and resolve customer enquiries and complaints with professionalism and efficiency.
• Investigate complex customer issues and coordinate solutions with internal and external stakeholders.
• Conduct root cause analysis to identify underlying issues and improvement opportunities.
• Analyse customer feedback, complaints data, and trends to support continuous improvement.
• Build strong working relationships across the business to ensure positive outcomes.
• Support projects aimed at enhancing customer experience and service delivery.

Skills

Excellent communication skills

Strong analytical skills

Prioritise conflicting demands

Empathy and resilience

Integrity and professionalism

Education

Diploma in Customer Service, Business Management, Communications or equivalent

Job description

About the Role

As a Customer Resolution Advisor, you'll work closely with customers to understand concerns, investigate issues, and provide fair, timely, and effective solutions. You'll bring empathy, resilience, and a commitment to outstanding service while building trust and confidence with every interaction.

This is an exciting opportunity for someone who enjoys solving complex problems, building strong stakeholder relationships, and turning customer feedback into meaningful business improvements. You'll play a key role in ensuring customers feel heard, valued, and supported while helping drive continuous improvement across the organisation.

We have flexibility for this role to be based at our Invercargill, Queenstown or Balclutha locations.

As our Customer Resolution Advisor, you will:

• Manage and resolve customer enquiries and complaints with professionalism, and efficiency.
• Investigate complex customer issues and coordinate solutions with a range of internal and external stakeholders.
• Conduct root cause analysis to identify underlying issues and opportunities for improvement.
• Analyse customer feedback, complaint data, and trends to support continuous improvement initiatives.
• Build strong working relationships across the business to ensure positive customer outcomes.
• Support projects and initiatives aimed at enhancing customer experience and service delivery.

To be successful you will need:

• Excellent communication skills and proven ability to prioritise conflicting demands.
• Strong analytical skills to clearly define the issue you are trying to solve.
• At least two years’ experience in a customer-facing role, with a strong focus on delivering positive customer outcomes.
• A Diploma in Customer Service, Business Management, Communications or equivalent.
• To be adaptable, resilient, and comfortable working in a changing environment.
• A person of integrity who demonstrates professionalism and respect in every interaction.
• Motivated, enthusiastic, reliable, and committed to continuous improvement.

Preferably experienced in network, utility or electrical industries.

Who is PowerNet?

PowerNet is an electrical distribution business that designs, builds, maintains, and operates electricity networks across much of the lower South Island of New Zealand. With over 300 employees, we deliver power to over 75,000 consumers.

We pride ourselves on delivering safe, efficient, and reliable power to southern communities and encourage applications from all backgrounds, ages, genders, and communities. We provide a diverse, equitable, and inclusive workforce environment, celebrating differences.

What PowerNet Offers:

At PowerNet, we’re proud to offer more than just a job — we provide a workplace built on trust, teamwork, and genuine support. Your development and wellbeing matter here, and your contribution will be recognised and valued.

Join us and enjoy:

• Competitive remuneration
• 5 weeks of annual leave each year
• Fully subsidised Southern Cross health insurance with discounted rates for family
• Death & Disability Insurance
• A comprehensive health & wellbeing programme
• A supportive work environment with professional development opportunities
• Relocation Benefits

Here at PowerNet our people are our most valuable asset. We are committed to providing a caring team environment, a balanced approach to work and personal life, while encouraging professional and personal growth for everyone. We are an equal opportunity employer who celebrates diversity and are committed to creating an inclusive environment for all.

Applications close 5.00 pm Friday 16 October 2026